Forum Discussion

figstick's avatar
figstick
Level 2
12 years ago

MySymantec portal buggy

This portal used to work fine for me but now when I log in (after not having used it for many months) it will not let me view (manage) cases. Instead I a screen prompting me to update my customer data (see attached screenshot). If I do complete my customer information and click "submit" it will not allow this until I make a selection from the right side of the screen from the "Problem Information" (to select a tech support issue or non-tech support issue). If I make a selection and input an actual issue and submit then when I return to the mysymantec portal and try to "Manage Cases" I get this same page again, prompting me to update my customer information. So I am stuck in a loop and unable to view my cases. I found an old post on this same topic here    https://www-secure.symantec.com/connect/forums/mysymantec-portal-buggy but the resolution to that person's problem was not listed. Any ideas what would cause this???

 

 

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  • W007's avatar
    W007
    Level 5
    12 years ago

    Hello,

    What IE version are you using ?

    you can create case

     

    How to create a new case in MySymantec

    http://www.symantec.com/business/support/index?page=content&id=TECH58873

    Phone numbers to contact Tech Support:-

    Regional Support Telephone Numbers:

    • United States: 800-342-0652 (407-357-7600 from outside the United States)
    • Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
    • United Kingdom: +44 (0) 870 606 6000

    Additional contact numbers: http://www.symantec.com/business/support/contact_t...

  • figstick's avatar
    figstick
    Level 2
    12 years ago

    To answer your question I am using IE 8, Firefox 17, Firefox 19 and IE 9 (accessing the portal from 4 different computers spread accross 2 different internet providers).

     

    Thanks for the instructions on how to create a case in MySymantec, I already know how to do this. If I attempt to view my case via "Manage Cases" I cannot - I am stuck in a loop on your website.

     

    Thanks also for providing me with the phone numbers for support but I shouldn't have to use that since Symantec also provides support via the MySymantec portal and via email, and I have chosen to use that method for support. 

  • Clint's avatar
    Clint
    Level 3
    12 years ago

    The only thing that fixed this issue for me was having my SymAccount reset.  I was going back and forth between tech support and customer support without any luck so I ended up giving my local Symantec SE a call.  He had someone reset my SymAccount after which all was well.  Hopefully Tech Support can handle this task now but at the time, they were clueless.

  • figstick's avatar
    figstick
    Level 2
    12 years ago

    After contacting symantec they did indeed get in touch with me and do some magic on their end and now I am no longer stuck in that endless look of having to re-confirm my information. I am glad they solved it!